Go, Go, Go! Setting the Rules for “Rush” Projects
A note about clients: They seem to want everything done yesterday. So it’s no shock when a client will come to you with a “rush” project.
As freelancers, it’s easy to get excited about a new gig and want to automatically accept it, but you should set some boundaries to make sure you don’t get wrapped up in your client’s drama—or get yourself into a tizzy!
See if it’s a real “rush.” Some clients want to give you an hour or a day to complete something but don’t consider that a rush. Other clients will come to you stating that they have a “rush job.” My best piece of advice if the client doesn’t specify the job to be a “rush project” is to determine on your own if it’s a rush. That is, get the full scope of what’s entailed and ask the client for the deadline. (If they don’t have one, it’s likely not a rush, just something they want done promptly.)
If you need to decide if it is a rush job (to therefore charge a “rush fee”), you can do that by looking at your schedule to see if the project and its deadline will force you to hurry. If so, it’s okay to charge a rush fee. Make sure to include time for things like getting a signed contract or a deposit. Many freelancers sometimes waive these important must-haves in order to simply get the job. Then they simply get screwed.
Determine if you can make the deadline. You may want the job terribly but have other obligations in the way that you can’t rearrange. If you know in your heart that you are not sure if you can turn around the work by the client’s deadline, it is not fair to accept the job. I never take a rush job if I think I can’t complete it in time. I have to know that I can get it done, even if that includes a little overtime. I have to make sure I’m comfortable with the timeline, and I think all freelancers should do the same.
You don’t want to wind up fried—it’s not fair to yourself or the client. If you get too frazzled, the work will not be your best and you may not want to claim ownership of the project, not to mention the client will be ticked. Be fair to yourself and the client as to whether or not you can accept a rush project.
Set the “rush rules.” Let’s say that you’ve been told or have decided that the project is a “rush job.” Clients who come to you and know they’re pushing it will likely be more apt to pay a rush fee, while clients who just think they’re giving you a “tight deadline” may be more apt to put up a fight when you include a rush fee. I have found the best way to deal with these things is to establish open and honest communication with the client. If I think I can complete the project in the time allotted and want to accept the job, I let the client know all of my specifications and what I need from him or her to get the job done.
For example, if it is Monday and the client wants the content Friday and I know I can deliver it by then, I let them know if there will be a rush fee, how much it will be, and what time they can expect the first draft by Friday. I also let them know that I will need the deposit by the next day, for example, and the contract faxed back that evening. (I always try to get the contract first if I know the money will be naturally delayed in the mail.)
You do not always have to let the client know there is a rush fee—you can simply add it into the quote and have the client approve it. It is, of course, up to you based on how you do business, but many freelancers include rush (or pain-in-the-butt) fees in their quotes. If the client asks why the fee is higher than normal, I let them know that I’ve included a rush fee based on their imposed deadline. I have never had someone ask what the fee is for, but if they did I would simply tell them that the fee ensures that I will stay up all night if I have to in order to deliver their project on time. I do not think I would get many arguments.
Take time for project processing. It’s important to allot time for project processing, as in, getting a signed contract returned to you and a deposit if you require one. If you find about a project on Monday that is due Friday and it takes till Wednesday to get everything you need to start, you really only have two days to finish when you thought you had four or five. Let the client know that you can complete the project by the deadline provided that you have everything you need (background material, signed contract, deposit, etc.) by a specific day.
This is why it’s important to assess the full scope of the project. If you’re waiting on other people to give you material in order to start the project, that could delay the project and you could wind up causing tension between you and the client. When you set the rules, be sure to let the client know about everything you need in order to get started and deliver the project on deadline—including the red tape.
Say no. If you have to say no, it’s okay to say it. You are not obligated to complete a client’s every request. Just be sure to give them a prompt response. If I need time to decide if I can take a project, I simply ask them when they need to know by. This is basic common courtesy. Being open and honest—even if you have to turn down a project—will likely earn you trust and respect with a client, which can be beneficial for jobs in the future.
So you’ve taken the rush job. You’ve got everything you need to start and the only thing ahead of you is to complete the task and submit the work on time. Now that everything is set, there’s one more thing you’re likely to need: coffee.
Kristen Fischer is a copywriter and author who lives at the Jersey Shore. To learn more about her, visit www.kristenfischer.com.
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Really good piece. Too often clients think they really ‘need’ a project as soon as possible. Using rush fees is a way to offer them some perspective. You’d be surprised how many people decide it’s not that urgent, after all.
But it’s a good process to use, as, if nothing else, it allows you to schedule projects rationally.
WOW you pretty much nailed my day to day job to a T. I found this piece very informative and look forward to assessing and implementing these new techniques for dealing with rush projects. I am a video editor and find myself working up to the last minute on deadlines wondering if I should have ever taken on the project in the first place, so I thank you for this article
Thanks Kirsten for giving us this super article. I think it’s full of truly useful advice and not just for when you’re dealing with rush jobs. Like many other freelancers (I guess) I tend to forget to factor in charges (or worse, feel I’m cheeky to do so) for routine aspects, like time spent on contract admin & follow-up. These apply to any job, whether or not there’s a rush fee involved. I’m glad your article has reminded me of this!
Oops, Kristen I mean. Sorry for the misspelling!
Thanks for sharing this awesome informative post. Sometime freelancers do get in this situations and if not handled like you stated, results in loosing a client.
But what to do when clients wants a logo in 4-5 hrs. ? I don’t have any options in these conditions other than saying “No, I can’t do it” and also try to explain him why this is not possible.
Thanks once again for sharing this post.
I agree with everything written in this article. After years of experience being rushed can tangle up other things. Like other client projects in the works. You accept a rush project then you are pushing back another one which could end in negative results. Whenever you accept them remember what is going on with your schedule at the moment of time. Know your bounds, and be prepared to say “No”.
At my job, on a regular basis, clients call and want something the same day! I’m all too familiar with it.
Good article.
I get a lot of same-day requests, too. If I can’t do it, I just say that I won’t be able to get to that by today. Sometimes I let them know that if they can give me till tomorrow, I can accommodate it. Don’t feel bad for turning down work–if you can’t do it, you can’t do it:)
Thanks for all the positive feedback!
Great post and I agree rules definitely need to be set for rush projects. There have been numerous times when I had to deal with clients saying one thing and when the project actually starts they change stuff around to get it done even faster, although your working at warped speed already.
That’s funny. I don’t ever have a rush for my projects and if I did I wouldn’t put them on the spot. I would ask the freelancer or firm I’m working with first if my project with a deadline is something they can take on….For example, I need this done and this is what I wrote…http://www.vois.com/project/Build-a-Website-for-Clothing-Line/1018/
Like Kristin Fischer said, “Don’t feel bad for turning down work.”
If I really like the freelancer’s work then I will go out of my way to work with them even if that means waiting. And don’t feel bad if you need tocharge the client more. There’s nothing wrong with that.
One of the biggest challenges among web designers and developers is time management. Under the SCRUM model of project management (which many designers and developers use) time management is essential and “rush” jobs can be a disaster. With websites constantly breaking, being hacked, and needing updates, web designers need to have a very tight control over their schedules. While it is inevitable for “rush” projects to occur, you have to decide whether working overtime is worth the value of your client.
Leave wiggle room in your schedule for possible emergency design issues and don’t commit to a full day/week of work!
As always Kristen, you provide timely content. I just sent an email newsletter today to current clients informing them that I am implementing rush fees, also due to an accumulation of same day requests.
I no longer take on rush jobs – in my experience, they’re not worth the problems. Steer clear, I say!
No more rushing for me, unless it improves my folio. I have learnt to not get pushed around by clients. Just recently a false ‘rush job’ came along, did it in time, only to wait two weeks for client to respond. So much for a ‘rush job’ eh.
Yep, so stay clear of rush jobs, unless you think you can benefit from it hugely.
Hi,
The article is very good, I would like to know if your supervisor give you one project with deadline and then after one hour she gave yuo another one with the same deadline. Can we say no or how we can handle that situation.
Please reply
Bobby: You need to decide if you can do it, following the same rules. There’s no cookie-cutter answer:(
I take rush jobs if I think they’re worth it. I recently took one and wound up making more $ off it with my fee plus it was less work than anticipated. So it’s good to keep your mind open to everything so you don’t miss out. PS…some rush jobs don’t have 1 day turnarounds, some have more than that. You just have to use YOUR judgment.
I almost always like your posts, Kristen, but thought this was especially good. Great advice and great article. Kudos.
Thanks, Patrick. If you have any ideas for posts, feel free to suggest them. I really work hard to provide valuable content!
thanks for the great thoughts. quite helpful!
Thanks for sharing your thoughts and experience.
I have a question and would like to get your views on this. I often get clients who always make such a drama about everything must be done asap, yet when it comes to them sticking to your deadlines, they are very slow and often miss them completely i.e. faxing back approvals, paying deposits, providing contents, etc.
What do you do then? Would you simply inform the clients that due to their failure to adhere to your deadlines, you would no longer be able to meet theirs? What would be the appropriate response to such situations to make the clients understand that we’re not the ones at fault for missing the deadline, but without the potentially relationship damaging finger pointing, or making yourself look incapable?
Slightly on a tangent, would you have any tips how to encourage such overly-relaxed clients to pick up their pace, so that jobs can be turned over faster? We waste so much time in follow-up communication just so that we can start working on the job and get paid faster.
Thanks!